Customer Engagement Lead

Customer Engagement Lead
Req number:
R7692

Employment type:

Full time
Worksite flexibility:
Hybrid    Who we are   CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes.

Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary
The Customer Engagement Lead partners closely with business stakeholders, IT leadership, and vendors to ensure solutions are scalable, secure, compliant, and aligned with the client modernization and customer centric goals.

Job Description
We are seeking a highly skilled and experienced  Customer Engagement Lead  to join our IT team. This position will be  full-time, hybrid, and is a contract  position.

What You’ll Do
Serve as the functional architect and subject matter expert for the Customer Engagement (CE/CRM) platform

Define and maintain the CE functional architecture, roadmap, and design standards

Translate business strategies and customer experience goals into scalable CE solution designs

Ensure alignment between business needs, platform capabilities, and enterprise architecture standards

Lead requirements elicitation and functional design for CE initiatives across customer service, tolling support, financial interactions, and communications

Produce detailed functional specifications, process flows, data models, and configuration designs

Guide configuration of CE modules (e.g., case management, customer profiles, workflows, omnichannel communications)

Act as the primary functional liaison between business units, IT teams, and implementation partners

Facilitate workshops, design sessions, and decision forums with senior stakeholders

Provide solution governance, design reviews, and change control oversight for CE enhancements

Ensure accurate customer data management, data quality, and master data alignment

Support reporting, dashboards, and analytics to improve customer experience and operational performance

Support system implementations, upgrades, and optimization initiatives

Oversee user acceptance testing (UAT), training planning, and production releases

Evaluate platform effectiveness and recommend enhancements based on usage metrics and stakeholder feedback

Drive continuous improvement and adoption of best practices across CE capabilities

What You’ll Need

Required:

Bachelor’s degree in Information Systems, Business Administration, Computer Science, or a related field

7+ years of experience in CRM/Customer Engagement solution delivery

3+ years of experience in a functional lead, solution architect, or senior analyst role

Hands on experience with Customer Engagement/CRM platforms (e.g., Microsoft Dynamics 365 CE or comparable solutions)

Strong understanding of customer service operations, case management, workflows, and digital engagement

Excellent communication, facilitation, and stakeholder management skills

Preferred:
Experience working in government, transportation, tolling, utilities, or large public sector organizations

Familiarity with Dynamics 365 CE, Power Platform, or low code/no code solutions

Experience supporting complex system integrations and data governance initiatives

Knowledge of accessibility, security, and public sector compliance standards

Relevant certifications (e.g., Microsoft Dynamics 365 Functional Consultant, Solution Architect, ITIL)

Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

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Reasonable accommodation statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to           application.accommodations           or (888) 824 – 8111.

$92 - $102 per hour The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.